Job Description
Role Summary
The Customer Service Manager leads the customer service team to ensure excellent service delivery for FMCG customers. This role is responsible for managing order-to-cash processes, optimizing service levels, solving customer issues, and working cross-functionally to enhance customer satisfaction and operational efficiency.
Key Responsibilities
- Project coordinator about CSC (2025/122026/07/31)
- Coordinate 3PL performance management and ensure SLA compliance.
- Lead system integration or digital transformation initiatives (ERP, WMS, TMS).
- Identify risks, propose mitigation actions, and report progress to senior management.
- Drive continuous improvement and sustainability initiatives across the supply chain network.
- Customer Service Operations
- Oversee the end-to-end order-to-cash process, including order entry, tracking, delivery, and invoicing.
- Ensure high accuracy in order processing and timely delivery.
- Monitor service KPIs (OTIF On Time In Full, fill rate, response time).
- Customer Relationship Management
- Act as the key contact point for escalated service issues with modern trade, general trade, distributors, and e-commerce customers.
- Build strong relationships with customer supply chain and procurement teams.
- Team Leadership & Development
- Lead, coach, and develop the customer service team to deliver excellent service.
- Set team goals and monitor performance against service targets.
- Promote a customer-centric mindset across the team.
- Process Improvement & Cross-functional Collaboration
- Work closely with supply chain, logistics, sales, and finance to resolve operational bottlenecks.
- Drive continuous improvement initiatives to streamline customer service processes.
- Collaborate with IT for system enhancements (SAP, order platforms).
- Reporting & Analytics
- Prepare service performance reports and provide insights to management.
- Analyze order trends, forecast demand fluctuations, and propose solutions to improve service.
- Manage customer penalties/claims related to service issues.
Qualifications & Skills
- Bachelor's degree in Business, Supply Chain, or related field.
- 7+ years of experience in customer service or supply chain roles within FMCG, with at least 1 years in a managerial position is plus.
- Strong leadership and people management skills.
- Excellent problem-solving and conflict resolution abilities.
- Good knowledge of SAP systems and MS Office.
- Strong communication skills in English and Mandarin.
Key Competencies
- Customer-Centric Mindset
- Strong Execution & Result Orientation
- Process & Service Excellence
- Cross-Functional Collaboration
- Leadership & Team Development
Primary Location
Taipei Office
Additional Locations
Worker Type
Employee
Worker Sub-Type
Fixed Term (Fixed Term)
Time Type
Full time
